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Difference Between an Inbound Call Center and an Outbound Call Center

Call centers are an effective and efficient way to make sure customers are able to have a memorable experience. Companies of all sizes partner with call centers for a variety of reasons. This partnership should serve as an extension of your business and enhances the overall customer service experience.

There are two types of call centers: inbound call centers and outbound call centers. So what is the difference between an inbound call center and an outbound call center? Simply put, one handles incoming contacts, and the other makes outgoing contacts. Let’s talk about what each of these types of call centers focus on and how they can help your business and your customers.

Inbound call center

An inbound call center is a call center where agents field only incoming phone calls or contacts for a company or organization. Inbound call centers typically provide customer service or technical support to those that call in. In addition to these areas of support, inbound call center agents can also make appointments, sell products or services, answer inquiries and resolve questions and concerns. 

The biggest benefit in partnering with an inbound call center is that your customers will have the opportunity to speak with someone at any time to help resolve issues. Many companies across all industries choose to work with inbound call centers for convenience, and customization. You’ll no longer have to worry that you’re missing out on potential sales or clients, or wonder if people that call in are getting the information they need. You can work with an inbound call center and set up all the parameters to achieve your business goals.

Outbound call center

The difference between an inbound call center and an outbound call center is the nature of contacts that are being handled. An outbound call center is a call center where telephone agents only make outgoing phone contacts for a company or organization. Outbound call centers largely focus on making appointments and selling products or services. They may also handle client follow up calls, contacting past clients regarding new offers and surveys or questionnaire contacts. Just as with an inbound call center, the parameters and focus can be customized when working with an outbound call center, making it an extension of your business.

Omnichannel contact center

Global Response prides itself on not just being an inbound or an outbound call center, but a combination of both, delivering a consistent experience across and between channels. This means that multiple channels that your business operates on are all connected and integrated to provide a seamless customer experience. As an omnichannel contact center, Global Response is able to interact with your clients across multiple channels, including phone, chat, email and social media. The agents at Global Response are focused on providing services that are reflective of your optimal brand experience. Global Response services and systems integrate with your company, ensuring your clients receive an enhanced overall customer service experience through any and all contact channels. Global Response is the outsourced call center that speaks your brand.

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